Connection lost message appears on the Agent Control Window 

Description

A Connection Lost message appears in the text box of the Agent Control Window. A pop-up window also appears with the message Your connection has been lost. Would you like to reconnect? These actions indicate that the TCP connection between the agent's PC and the ICM server has been dropped, so the agent has no communication channel to CentreVu Internet Solutions.

Action

  1. Select the Yes button on the pop-up window. If there are no further error messages, there was probably a temporary LAN glitch.

  2. Verify that the ICM server is up and the ICM application is running.

  3. Check the firewall administration for a rule that causes TCP connections to time out after a certain interval of inactivity. Consider increasing this time-out parameter. If increasing the time out on the firewall is not feasible, contact the Avaya Technical Services Organization (TSO) to see about using �keep-alive� packets between the ICM server and the agent computer.

  4. Troubleshoot LAN problems. Inspect all intermediary equipment (hubs, switches, routers) for errors. Check for excessive LAN congestion. To have the LAN inspected by an Avaya Network Consultant, contact your Account Executive.

   


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Avaya Inc.
All rights reserved.
Modified: March 19, 2001